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Italy Service Manager

3 giorni fa

Assago, Italia CCR (Carrier Commercial Refrigeration) A tempo pieno

Overview:

Role Purpose:

Implementing strategy, processes, and KPIs for best-in-class service organization with focus on operational excellence, customer experience, and resource efficiency; lead country projects for the service organization; provide guidance to country service organization and implements standards

Responsibilities:

  • Ensures supports to all necessary actions to meet NPS targets in the country.
  • Ownership of country's planning, budgeting, reporting and forecasting.
  • Ownership of country KPI´s, sales gross margin, absorption and key working capital items.
  • Drives and owns the SIOP process for country to meet financial targets.
  • Owns productivity targets for the service business in the country.
  • Teams with Supply Chain team to drive standardization and material productivity, as well as subcontractor's savings.
  • Ensures required resource level are staffed to execute Service activity in the country, including hiring and training targets.
  • Ensures standards, quality and deadlines are being followed.
  • Drives actions to track and improve service quality.
  • Owns country service performance
  • Owns country subcontractor portfolio development and qualification for service
  • Participates in the development and implementation of standard processes and tolls as required
  • Analyses operational KPI's on monthly base and takes imitate actions if needed - discussed in monthly review
  • Re-adjusts pricing of local contracts/labour-rates according to inflation/cost increases
  • Revisits standard processes (Certification L1 - L3) to ensure their efficiency and adjust them if required

Qualifications:

  • Deep knowledge about all Service KPIs, understand how they interconnect and how to influence them.
  • Understand all Service standard processes.
  • Business Judgement - understanding the market situation, customer segment, sales potential, and competition in the country.
  • Understand customer needs and provide expected services - aligned with financial targets
  • Deliver positive results in the agreed timeframe.
  • Experience in refrigeration service activities.
  • Fully understand the P&L structure (from revenue to costs and absorption).
  • Know how to influence the P&L with operational KPI's with specific actions.
  • Drive change by leading with example, demanding results and create a winning culture.
  • Pro-actively take actions to improve local performance and share best-practices.
  • Service management – lead projects on country level.
  • Strong communication and service management skills.
  • Time Management – any activity must be performed in respect of the given timeframe - persistent, focused on targets/results, flexible, working independently and in teams.
  • Customer and service orientated - as well as a high degree of initiative and resilience.
  • English language – advanced.
  • Technical Education – leadership

MS Office – user knowledge

P&L, Operational KPI's, revenue & GM, EHS compliance